End User Technical Support Associate

Requisition ID:

We are committed to investing in our employees and helping you continue your career at ScotiaTech.

 

Purpose

Contributes to the overall success of the Employee IT Services / ETSS ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Provide the best service to the internal users, following the market's standards and the guidance provided by management. 

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Provide second level triage and support for employees and employee computing systems. Resolve or escalate incidents reported by phone or email. Facilitate request fulfillment processes.
• Conduct testing of new software releases to ensure successful implementation with no impact to the existing environments when required.
• Timely completion of all assigned administration functions: e.g., Status reports, time reporting, development plans, setting objectives
• Contribute to additional team needs such as dealing with escalations, participating in small projects and conduct training sessions for new hires.
• Act as a technical lead for all new hires coming into the team, support team members and contribute to their growth and knowledge expansion.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. 
• Champions a high-performance environment and contributes to an inclusive work environment. 

Position:  End User Technical Support Associate, Employee IT Services / Employee Technology Solutions & Support

Reporting Relationships (Job Titles only) Primary Manager: (Include secondary Manager if applicable)

Manager – End User Technical Support
Direct Reports:    
•    N/A
Shared Reports (solid/dotted if applicable):    
•    L4 and/or L5 Technical Support Employees.
   

Dimensions

Employee IT Services Support Scotiabank Users community globally.
Countries supported: Canada, Colombia, UK
24/7 environment
Shift work required

Education / Experience / Other Information (include only those that are specific to the role)

• An understanding of BNS standards and methodology as they apply to his/her job function.
• The incumbent must have 1 to 2 years of technical support and customer service experience as well as a relevant degree or proven IT experience, with emphasis on broad exposure to all aspects of end-user computing.
• Must be functionally competent in the use of standard office productivity tools (e.g., Microsoft Tools)
• Strong verbal and written communication skills in English is mandatory.
  

Working Conditions
Incumbent in will be working in journeys according to the legislation. it will be required to cover out of business hours shifts. 

Location(s):  Colombia : Bogota : Bogota

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.